I bought the Finisher's Pack but my certificate isn't showing

Each artifact in the Finisher's Pack is generated after you purchase, not pulled off a shelf. The certificate, social media race story, and share card usually appear within 15–30 seconds. The Detailed Race Performance PDF takes about a minute. The page updates on its own — you don't need to refresh.

What you should see

Immediately after the payment confirms, the page reloads to the unlocked Pack view. Each artifact has its own card:

• Finisher's Certificate — your name, time, place, and event details.
• Social Media Race Story — an AI-written caption ready to copy into Instagram, X, or wherever.
• Branded Share Card — a 1080×1080 image you can download or share to a Story.
• Detailed Race Performance PDF — pace charts, per-split analysis, and a written breakdown of how your race went. (On finish-only events with only a finish mat, this one isn't included — you'll see the lower $1.99 Pack price instead.)

Each card starts as a "Generating…" placeholder, then flips to the finished artifact as soon as that piece is ready. They don't all finish at the same time — the certificate is usually first, the performance PDF last.

What "Generating…" means

Behind the scenes we're rendering each artifact with your specific race data. Most of the work is in two phases:

• Text generation (the social story and the written parts of the performance PDF) — an AI model reads your splits and produces a personalised, race-specific narrative. Takes 30–60 seconds.
• PDF / image rendering — your certificate and share card are laid out at print quality, then converted to downloadable files. Takes 5–15 seconds each.

The page polls in the background and the moment each piece is ready it flips that card live. You can leave the tab open, lock your phone, come back — it'll be done.

If it's been more than three minutes

Anything past three minutes is unusual. Each artifact card flips to a Try again button after that point. Click it and we kick off a regenerate.

The Try again button is rate-limited (a few retries per artifact per hour), so don't mash it — give the retry 30 seconds before clicking it again.

If it's been more than five minutes and still nothing

At this point something went wrong on our side. Email support@splitkit.freshdesk.com with:

• The URL of your results page
• Your Stripe receipt email (forward it directly to us)
• Which artifact didn't appear

We can re-trigger the generation manually from our side. If the artifact still won't render after that, we refund the purchase — see How do I get a refund?

Different device than the one I bought on

Your personal results page URL is the access — there's no login. As long as you open the original link from your SMS or email on the new device, the unlocked Pack is right there. See I was charged but I don't see my Finisher's Pack for more on this.